Terms & Conditions — Patients

Looking for the other version? Terms & Conditions for healthcare providers

1. Introduction and Acceptance of Terms

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("you", "Patient", or "User") and NeXora Health Systems Private Limited, a company incorporated under the Companies Act, 2013, having CIN U86909TS2026PTC215305 and its registered office at 4-12-927/1, Plot No. E1, RD-1, Portion C, Auto Sai Nagar Colony, Vanasthalipuram, Hyderabad, Rangareddy District, Telangana – 500070 ("NeXora", "we", "us", or "our"). NeXora owns and operates the HoMedi mobile application and associated services (collectively, the "Platform").

By creating an account, completing phone-number verification, or using the Platform in any manner, you accept these Terms, our Privacy Policy for Patients, and any policies referenced herein. If you do not agree, you must not use the Platform.

These Terms are an electronic record under the Information Technology Act, 2000 and the rules made thereunder, and do not require a physical or digital signature.

2. Definitions

• "Healthcare Provider" or "Provider" means an independent, registered medical practitioner (MBBS doctor or Specialist), registered dentist (BDS or MDS), or registered nurse who has been verified on and uses the Platform to offer home-visit services.

• "Home Visit" means an in-person medical or dental consultation or nursing service delivered by a Provider at the residential address specified by you at the time of booking.

• "Rate Card" means the fees a Provider has set for their services on the Platform, displayed on the Provider's profile, consisting of a Home-Visit Fee and, where the Provider has set them, a Consultation Fee and Procedure Fees.

• "Home-Visit Fee" means the fee set by the Provider for attending you at your address. It includes the Basic Bedside Assessment or, for a dentist, the Basic Oral Examination.

• "Basic Bedside Assessment" means the basic assessment carried out by a doctor or nurse at every Home Visit, including measurement of blood pressure, pulse oximetry, and a stethoscope examination.

• "Basic Oral Examination" means the basic examination of the teeth, gums, and mouth carried out by a dentist at every Home Visit, in place of the Basic Bedside Assessment.

• "Consultation Fee" means an optional fee for consultation that a Provider may set in addition to the Home-Visit Fee.

• "Procedure Fee" means the fee for a specific procedure (for example, an injection, IV cannulation, or wound dressing) listed on the Provider's Rate Card.

• "Visit Fees" means, together, the Home-Visit Fee, any Consultation Fee, and any Procedure Fees payable by you directly to the Provider for a Home Visit, or, for an ECG Booking, the ECG Package Price.

• "ECG" means a 12-lead electrocardiogram recorded at your address by a Provider using a Spandan Pro portable ECG device made by Sunfox Technologies Private Limited ("Sunfox" or "Spandan").

• "ECG Booking" means a Home Visit booked solely for the recording of an ECG, as described in Section 7.5.

• "ECG Package Price" means the fixed, all-inclusive price for an ECG Booking described in Section 7.5.

• "Preliminary ECG Report" means the report generated automatically by the Spandan device and software from an ECG recording.

• "Interpreted ECG Report" means a report on an ECG recording interpreted by a qualified cardiologist, as described in Section 11.

• "Visit OTP" means the one-time code shown in your app which you share with the Provider at your address to confirm the Home Visit.

• "ABHA" means the Ayushman Bharat Health Account issued under the Ayushman Bharat Digital Mission ("ABDM") of the National Health Authority.

• "Caregiver" means a User authorised, through the OTP-based consent process described in Section 10, to book Home Visits for, and/or view records of, a dependent Patient.

3. Nature of the Platform — What HoMedi Is and Is Not

HoMedi is a discovery and booking marketplace that connects you with verified, independent Healthcare Providers located in or near your locality or apartment complex (within an approximately 2 km radius). NeXora acts solely as an intermediary within the meaning of the Information Technology Act, 2000 and as a marketplace under applicable e-commerce regulations.

NeXora is not a healthcare provider. We do not practise medicine, dentistry, or nursing, do not employ Providers, do not supervise or control the clinical services rendered during a Home Visit, and do not provide medical or dental advice, diagnosis, or treatment. All medical, dental, and nursing services are provided solely by the Provider, who is an independent professional exclusively responsible for the care delivered.

Other than the booking of an ECG at home with a Provider, as described in Section 7.5, the Platform does not offer telemedicine or video consultations, clinic or hospital appointments, diagnostic services, pharmacy or medicine delivery, ambulance services, or health-insurance services of any kind. An ECG is recorded by the Provider; NeXora does not record, read, or interpret ECGs.

MEDICAL EMERGENCY DISCLAIMER: The Platform is not intended for medical emergencies. If you or the person you care for is experiencing a medical emergency (including chest pain, severe breathing difficulty, uncontrolled bleeding, loss of consciousness, stroke symptoms, or poisoning), do NOT book a Home Visit, including an ECG Booking. Call the national emergency number 112 or ambulance service 108 immediately, or go to the nearest hospital emergency department.

4. Eligibility

• You must be at least 18 years of age and capable of entering into a legally binding contract under the Indian Contract Act, 1872.

• Services for persons below 18 years of age, or for adults who cannot operate the Platform themselves, may be booked only by a parent, guardian, or authorised Caregiver through the Caregiver facility described in Section 10.

• You must be located in a city and locality in which the Platform is operational.

5. Account Registration and Security

5.1 Phone number is your primary identity

Registration requires verification of your Indian mobile number by one-time password ("OTP") delivered by SMS. Your verified phone number is the canonical identifier of your account. You may not book a Home Visit until your phone number has been verified.

5.2 Optional sign-in methods

You may optionally sign in using your Google account. Google sign-in is a convenience only; phone verification remains mandatory before booking. If your Google account matches an existing HoMedi account, we will ask you to explicitly confirm before any accounts are linked; accounts are never merged automatically.

5.3 Your responsibilities

• Provide true, accurate, and complete information during onboarding (including your name, locality, and, where applicable, apartment complex) and keep it current.

• Keep your device and OTPs confidential. Never share an OTP with anyone, including persons claiming to represent HoMedi. NeXora will never ask you for an OTP over a call.

• Maintain only one account per person. You are responsible for all activity under your account.

• OTP requests are rate-limited for security. Repeated abusive OTP requests may result in temporary blocking.

5.4 Booking checks and accounts under review

• To prevent fake or abusive bookings, the Platform runs automated checks when you book. These include limits on the number of active bookings an account may hold (which may differ between accounts according to the trust level we assign to them), on bookings for a single address (both active bookings and bookings within any 7-day period), on booking attempts per hour and per day, and on the number of accounts used from one device, together with block lists of phone numbers, devices, and addresses. For these checks we use a hashed identifier of your device and a hash of the visit address, as described in the Privacy Policy for Patients.

• If a booking breaches a limit, bookings from your account may be paused and your account marked "under review" until HoMedi staff have reviewed it. Once the review is complete and the account is cleared, you can book again.

• Repeated no-shows or other recorded strikes against your account may lead to suspension under Section 16.

• If you believe your account has been placed under review or restricted in error, you may contact support or the Grievance Officer (Section 18).

6. ABHA — Optional Linking

Linking an ABHA number to your HoMedi account is entirely optional and voluntary. The Platform is fully functional without ABHA: discovery of Providers, booking, and receipt of prescriptions work identically whether or not you have linked an ABHA.

• ABHA linking is available from the Profile and Settings screens, and may be offered after a completed visit. It is verified by an OTP sent by ABDM to your ABDM-registered mobile number.

• If you link a verified ABHA, digital prescriptions issued by doctors and dentists on the Platform can additionally be shared to your ABDM Personal Health Record in the FHIR standard, with your consent.

• You may unlink your ABHA at any time from Settings; unlinking does not affect your HoMedi account or bookings.

7. Fees and Payments

7.1 HoMedi is free for patients

NeXora charges you nothing to discover Providers, to book, cancel, or reschedule a Home Visit, or to receive and store prescriptions and visit records. No payment is taken from you through the Platform, and you will never be asked to pay NeXora online for a Home Visit.

7.2 Providers set their own fees

• Each Provider sets their own Rate Card. NeXora does not set, recommend, standardise, or approve Providers' fees, and takes no share of them.

• Sole exception — ECG Package Price: the only exception to the preceding paragraph is the ECG Package Price described in Section 7.5. It is a uniform package price, set by NeXora, which includes a cardiologist's interpretation provided through a third party (Sunfox), and it applies only to ECG Bookings with Providers who have chosen to offer ECGs on the Platform. NeXora takes no share of the ECG Package Price. All other fees on the Platform remain set by each Provider.

• The Rate Card is shown on the Provider's profile before you confirm a booking. The Home-Visit Fee and any Consultation Fee applicable to your booking are recorded against the booking when you confirm it and will not change for that booking, even if the Provider later changes their Rate Card.

• The Home-Visit Fee includes the Basic Bedside Assessment or, for a dentist, the Basic Oral Examination. A Provider must not charge you separately for either.

7.3 Procedures

• A procedure is charged separately only if it is listed on the Provider's Rate Card, and at no more than the listed Procedure Fee.

• Before performing any chargeable procedure, the Provider must tell you what the procedure is and what it costs, and obtain your agreement. You are free to decline any procedure.

• Medicines, consumables, diagnostic tests, and services outside the Rate Card are not part of the Visit Fees. Any such purchase is a matter strictly between you and the Provider or a third party, and must be agreed transparently before it is supplied.

7.4 Paying the Provider

• Visit Fees are payable by you directly to the Provider at your address, in cash or by UPI, on completion of the visit. NeXora is not a party to this payment, does not collect it, does not hold it in escrow, and has no liability for it beyond the grievance process in Section 18.

• Visit Fees are the Provider's professional fees. The Provider is responsible for any receipt required by law and for taxes on those fees. NeXora does not issue invoices for Visit Fees.

• If a Provider asks for more than the fees recorded for your booking, charges for the Basic Bedside Assessment or Basic Oral Examination, charges for a procedure not listed on their Rate Card or above its listed fee, or asks for more than the ECG Package Price for an ECG Booking, do not pay the excess and report it through the in-app grievance facility. NeXora will investigate and may take action against the Provider, including suspension, but does not itself hold or return money paid to a Provider.

7.5 ECG at home

• Separate booking: an ECG must be booked as its own ECG Booking with a Provider (a doctor or nurse) who offers ECGs on the Platform. An ECG cannot be added to another Home Visit while that visit is in progress. If you would like an ECG after a visit, you may book one separately (for example, through the "Book an ECG" option in the app).

• Price: the ECG Package Price is a fixed, all-inclusive ₹499 (Rupees Four Hundred and Ninety-Nine) per ECG Booking, and is shown in the app before you book. It includes the recording of the ECG, the Preliminary ECG Report, and the cardiologist's interpretation described in Section 11. No separate Home-Visit Fee or Consultation Fee is payable for an ECG Booking.

• Payment: you pay the ECG Package Price directly to the Provider, in cash or by UPI, in the same way as other Visit Fees under Section 7.4. NeXora collects nothing from you for an ECG Booking, and Section 7.1 continues to apply.

• Consent: the Provider will record an ECG only with your consent, given at the visit. A nurse who offers ECGs may record one without a doctor's order.

• Not an emergency service: an ECG Booking is not an emergency service. If you have chest pain or think you may be having a heart attack, do not book an ECG; follow the Medical Emergency Disclaimer in Section 3.

• Your data: recording and interpreting an ECG involves sharing certain information with Sunfox, as described in the Privacy Policy for Patients.

8. Cancellations, Rescheduling, and No-Shows

Cancellations are governed by the HoMedi Refund & Cancellation Policy, which forms part of these Terms. In summary:

• You can cancel or reschedule at no charge. Because NeXora collects no payment from you, there is nothing for NeXora to refund.

• No Visit Fees are payable for a visit that does not take place, including where the Provider cancels or does not attend.

• Please cancel as early as possible, and at least 2 hours before the scheduled visit. A cancellation less than 2 hours before the visit, or a no-show (you are unavailable, the address is incorrect or inaccessible, or entry is refused), is recorded against your account. Repeated late cancellations or no-shows may result in booking restrictions or suspension under Section 16.

• Cancellations and no-shows by a Provider are recorded against the Provider under the Provider Terms.

• Rescheduling: where the app offers rescheduling, we do not guarantee that the same Provider or an equivalent slot will be available.

9. Home Visits — Your Obligations

• Provide an accurate, complete visiting address and be present (or ensure the dependent Patient and a responsible adult are present) at the scheduled time.

• Ensure a safe, respectful, and non-threatening environment for the Provider. Harassment, violence, intoxication-related misconduct, or unsafe premises entitle the Provider to terminate the visit. Such a visit is treated as a no-show by you and may lead to account suspension and reporting to lawful authorities.

• For examinations of a minor or of any patient who requests it, a chaperone/responsible adult should be present. For any examination, you may request that a family member be present.

• Disclose relevant medical history, allergies, and current medications truthfully to the Provider. Withholding material information can endanger your safety.

• Share your Visit OTP with the Provider only when the Provider is with you at your address. Never share it over a phone call or message.

• Use the Platform's visit-tracking features lawfully. The Provider's live location shared before a visit is for coordination only.

10. Caregiver Bookings for Dependents

• A Caregiver may book Home Visits for a dependent (for example a parent, child, or spouse) only after the dependent's own mobile number has been verified through an OTP-based consent flow. The relationship and permission level (booking only, or booking plus viewing records) are recorded.

• For dependents below 18 years of age, the Caregiver confirms that they are the parent or lawful guardian and consents on the minor's behalf, consistent with the Digital Personal Data Protection Act, 2023.

• The Caregiver is responsible for the accuracy of the dependent's information, for the conduct obligations in Section 9 during the dependent's visit, and for payment of all Visit Fees.

• A dependent (or their guardian) may revoke a Caregiver link at any time through the app or by contacting the Grievance Officer.

11. Prescriptions and Health Records

• Digital prescriptions can be issued only by doctors and, within dentistry, by dentists on the Platform. Nurses cannot and will not issue prescriptions through HoMedi.

• Prescriptions are generated as digitally produced PDF documents and made available in the app to the Patient (and to a Caregiver holding view permission). If you have linked a verified ABHA, a structured copy can additionally be pushed to your ABDM Personal Health Record.

• A prescription reflects the independent clinical judgment of the issuing doctor or dentist. NeXora does not review, alter, endorse, or dispense against prescriptions and is not a pharmacy.

• You must not alter, forge, or misuse any prescription. Doing so is a criminal offence and grounds for immediate termination.

• ECG reports: an ECG Booking produces two kinds of report:

  • a Preliminary ECG Report, generated automatically by the Spandan device and software. The Preliminary ECG Report is not a diagnosis and should not be relied on as one; and

  • an Interpreted ECG Report. Every ECG is interpreted by a cardiologist. Ordinarily this is a qualified cardiologist engaged by Sunfox (a "Spandan cardiologist"). Where your Provider is a cardiologist verified on the Platform, the Provider may interpret the ECG themselves and may also request an interpretation by a Spandan cardiologist. The Interpreted ECG Report usually becomes available some time after the Preliminary ECG Report.

  Both reports are made available in your HoMedi records and can be downloaded as PDF documents. An interpretation reflects the independent clinical judgment of the interpreting cardiologist. Spandan cardiologists are engaged by Sunfox, not by NeXora; NeXora does not review, alter, or endorse any ECG report. Please discuss your ECG reports with a doctor.

• Records storage as a technology service: NeXora stores your visit records and prescriptions securely on the Platform, with your consent under the Digital Personal Data Protection Act, 2023, and makes them available to you (and to a Caregiver holding view permission) and to your Provider — including a Provider who does not maintain a clinic or premises of their own — for the purposes of your care and the Provider's legal record-keeping duties. This storage is a technology service only: it does not make NeXora a healthcare provider, and it does not make any Provider an employee of NeXora.

12. Communications

• Transactional communications: By using the Platform you agree to receive service communications — booking confirmations, visit reminders, OTPs, booking and fee updates, prescription availability, and policy or safety notices — by SMS, push notification, in-app message, email, or phone call. These are necessary to provide the service and cannot be opted out of while your account is active.

• Promotional communications: We will send promotional or marketing communications only with your separate, optional consent, which you may withdraw at any time in Settings. Promotional messaging will comply with the Telecom Commercial Communications Customer Preference Regulations (TRAI); registering on the Platform does not override your DND preferences for promotional content.

• Masked calls: for a confirmed or in-progress Home Visit, you and your Provider may call each other through a masked (number-hidden) call placed by our telephony service provider, MSG91 (Walkover Web Solutions). MSG91 first rings the person placing the call and then connects the other party; each of you sees a HoMedi number, not the other's personal number. Masked calls are available only around the scheduled visit time, and the number of calls per hour is limited. Masked calls are placed only if you have consented to receive voice calls in the app's Settings.

• Call recording: masked calls are recorded, and recordings are stored by MSG91 on NeXora's behalf. Recordings are used only to resolve complaints and grievances, to address safety incidents, or where required by law; access to them is restricted, and they are kept for 90 days (longer only while a complaint, safety incident, or legal requirement needs them), as described in the Privacy Policy for Patients.

• Message and data rates of your telecom operator may apply.

13. Prohibited Conduct

You must not, and must not attempt to:

• use the Platform for any unlawful purpose, or to procure services for anyone other than yourself or a linked dependent;

• book visits with no intention of availing them, or misuse the booking system to block Provider availability;

• circumvent the Platform by soliciting or accepting off-platform bookings from Providers introduced to you through HoMedi, where such booking would evade the Platform's safety and verification framework;

• harass, abuse, threaten, or discriminate against any Provider, or make unwelcome advances of any kind;

• record a Provider without consent except as permitted by law, or publish a Provider's personal data;

• reverse-engineer, scrape, probe, or interfere with the Platform, its APIs, or its security controls;

• impersonate any person, create multiple accounts, or provide false information (including a false age, identity, or address);

• use the Platform to obtain prescriptions by misrepresentation, or for drug-seeking behaviour.

14. Disclaimers

The Platform is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, NeXora disclaims all warranties, express or implied, including fitness for a particular purpose and uninterrupted or error-free operation.

• Provider verification: We verify Providers' registration against official registers (such as the National Medical Commission, State Dental Council, and State Nursing Council registers) before they can accept bookings. This verification is a good-faith check of registration status; it is not a guarantee of the quality, safety, or outcome of any clinical service.

• Clinical outcomes: NeXora is not responsible for the acts, omissions, diagnosis, treatment, prescriptions, or professional negligence of any Provider. Your legal remedies for deficient clinical service lie against the Provider, without prejudice to your rights under the Consumer Protection Act, 2019.

• Availability: Provider availability, discovery radius, and estimated arrival times are indicative and depend on factors beyond our control. We do not guarantee that a particular Provider, or the same Provider as a previous visit, will be available for any booking or reschedule.

• No guarantee of outcome: Medicine, dentistry, and nursing are not exact sciences. Neither NeXora nor any Provider guarantees any particular clinical outcome, recovery, or result from a Home Visit. This does not exclude a Provider's liability for professional negligence, nor your statutory consumer rights.

• Home-care limitations: A home setting has inherent limitations compared to a clinic or hospital (limited diagnostic equipment, and no emergency support or sterile facilities). The Provider may determine that your condition cannot be safely managed at home and advise referral; such advice is part of proper care and does not entitle you to withhold the Visit Fees for a completed visit.

• Website tools: our website offers public tools that can be used without an account. Know Your Doctor lets you check a doctor's or nurse's registration against public registers (such as those of the National Medical Commission and State councils). Know Your Blood Bank shows blood stock as published by licensed blood centres on the Government's e-RaktKosh portal. These tools are for information only. HoMedi is not a blood bank: NeXora does not supply or reserve blood and does not guarantee the accuracy, completeness, or currency of information drawn from public registers or e-RaktKosh. Please call a blood centre before going there.

15. Limitation of Liability and Indemnity

To the maximum extent permitted by applicable law: (a) NeXora's aggregate liability to you arising out of or in connection with the Platform, however arising, shall not exceed ₹5,000 (Rupees Five Thousand); and (b) NeXora shall not be liable for indirect, incidental, special, punitive, or consequential loss. Nothing in these Terms limits liability that cannot be limited under Indian law, including liability for death or personal injury caused by NeXora's own proven negligence, fraud, or wilful misconduct, or your statutory rights as a consumer.

You agree to indemnify and hold harmless NeXora, its directors, officers, and employees from claims, damages, and expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, or your violation of law or third-party rights.

16. Suspension and Termination

• You may stop using the Platform at any time and may request deletion of your account from Settings or by writing to the Grievance Officer.

• We may suspend or terminate your account, with notice where practicable, for breach of these Terms, fraudulent or abusive conduct, threats to Provider safety, or where required by law.

• On termination, provisions relating to payments due, records, disclaimers, liability, indemnity, grievance redressal, and governing law survive. Retention and erasure of your personal data after termination are governed by the Privacy Policy for Patients and applicable law, including retention of medical records for statutorily mandated periods.

17. Intellectual Property

The Platform, including its software, design, trademarks (including "HoMedi"), and content (other than your personal data and Provider-generated clinical records), is owned by or licensed to NeXora. You are granted a limited, revocable, non-transferable licence to use the app for personal, non-commercial purposes in accordance with these Terms.

18. Grievance Redressal

In accordance with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020, and the Digital Personal Data Protection Act, 2023, NeXora has appointed a Grievance Officer:

• Grievance Officer: Mr.Manoj Kumar, Grievance Officer

• Email: grievance@homedi.in| Address: 4-12-927/1, Plot No. E1, RD-1, Portion C, Auto Sai Nagar Colony, Vanasthalipuram, Hyderabad, Rangareddy District, Telangana – 500070

• In-app: Settings → Help & Grievances

We will acknowledge grievances within forty-eight (48) hours and endeavour to resolve them within thirty (30) days of receipt. Grievances relating to personal data may also be escalated as described in the Privacy Policy for Patients, including to the Data Protection Board of India after exhausting our internal process.

19. Governing Law and Dispute Resolution

These Terms are governed by the laws of India. Subject to any mandatory consumer-protection rights you may have (including the right to approach a Consumer Commission at your place of residence), the courts at Hyderabad, Telangana shall have exclusive jurisdiction.

20. Changes to These Terms

We may modify these Terms from time to time. Material changes will be notified through the app or by SMS/notification at least [7] days before they take effect, and the "Last Updated" date will be revised. Continued use of the Platform after the effective date constitutes acceptance. If you do not agree to a change, you must stop using the Platform and may request account deletion.

21. Miscellaneous

• Severability: If any provision is held invalid, the remainder continues in effect.

• No waiver: Failure to enforce a provision is not a waiver of it.

• Assignment: You may not assign these Terms. NeXora may assign them in connection with a merger, acquisition, or reorganisation, subject to applicable data-protection law.

• Force majeure: NeXora is not liable for delay or failure caused by events beyond its reasonable control, including natural disasters, epidemics, strikes, riots, war, acts of government, internet or telecom failures, or failures of third-party services (including SMS delivery, masked calling, ECG reporting by Sunfox, and ABDM systems).

• Third-party links and services: The Platform may contain links to, or integrate, third-party websites and services (including Google sign-in, ABDM, MSG91, Sunfox (Spandan), and e-RaktKosh). These are governed by their own terms and privacy policies; NeXora is not responsible for their content or operation.

• Entire agreement: These Terms, together with the Privacy Policy for Patients, the Refund & Cancellation Policy, and referenced policies, are the entire agreement between you and NeXora regarding the Platform.

• Contact: NeXora Health Systems Private Limited, 4-12-927/1, Plot No. E1, RD-1, Portion C, Auto Sai Nagar Colony, Vanasthalipuram, Hyderabad, Rangareddy District, Telangana – 500070 (registered office) | support@homedi.in